Manager, IT Service Delivery Operations

United States·New YorkFull Time

OtherDelivery Operations Manager

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Overview

OverviewThe IT Service Delivery (ITSD) team provides technology support for more than 13,000+ endpoints and devices across 92 locations in the Bronx,

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OtherDelivery Operations Manager

Overview
The IT Service Delivery (ITSD) team provides technology support for more than 13,000+ endpoints and devices across 92 locations in the Bronx, Manhattan & Staten Island for both patrons and staff. The Manager, ITSD Operations leads the Library’s technology equipment and service support operations, overseeing onsite and remote desktop support while helping evolve traditional desktop support into a mature, customer-focused IT Service Delivery model.

This position provides strategic and operational leadership for ITSD support services, ensuring that service delivery processes, standards, performance metrics, and operational practices align with the Library’s business needs and organizational goals. The Manager works closely with Library stakeholders and IT teams to deliver reliable, secure, and high-quality technology services while fostering a culture of accountability, continuous improvement, collaboration, and exceptional customer service.

We are looking for someone we can count on to:

Own:

The overall operational performance and quality of ITSD Technology Support services.
End-user technology service delivery processes, including incidents, service requests, equipment relocations, procurement, deployment, and installation.
Service-level performance, operational metrics, KPIs, and SLA achievement.
Major incident coordination and timely restoration of critical technology services.
The development and implementation of service improvement initiatives.

Teach:

Coach, mentor, and develop PC Technicians and support staff.
Promote consistent IT service management, customer service, and operational practices.
Build a culture of accountability, collaboration, and continuous learning.

Learn:

Understand the Library’s technology environment, ITSD operations, and business needs.
Build relationships with IT teams, Library stakeholders, and key business partners.
Learn existing processes, service metrics, challenges, and opportunities for improvement.

Improve:

ITSD processes, workflows, and service delivery standards.
Customer experience, service reliability, and operational efficiency.
Communication, collaboration, and data-driven continuous improvement.

Some expectations for this role are that within:

1 month, this person will:

Become familiar with the ITSD team, Library environment, key stakeholders, and current service delivery operations
Review existing processes, SLAs, KPIs, workflows, and major operational challenges
Establish relationships with IT leadership, staff, and Library business partners
Identify immediate service gaps, operational risks, and opportunities for improvement

3 months, this person will:

Establish clear expectations for team performance, customer service, accountability, and service delivery
Begin implementing prioritized improvements to ITSD processes and operational practices
Establish a regular cadence for reviewing KPIs, SLAs, incidents, and service trends
Strengthen communication and collaboration between ITSD, other IT teams, and Library stakeholders

6 months and beyond, this person will:

Lead a mature, consistent, and customer-focused IT Service Delivery operation
Establish sustainable service improvement practices with measurable results
Build a high-performing, accountable, and collaborative ITSD team
Position ITSD as a trusted strategic partner that proactively supports the Library’s evolving technology needs

Responsibilities

Lead, coach, mentor, and develop the ITSD Support Delivery team while establishing clear performance and service expectations
Oversee onsite and remote technology support, ensuring reliable, secure, and customer-focused service delivery across the Library
Own key ITSD service processes, including incidents, service requests, equipment relocation, procurement, deployment, and installation
Monitor SLAs, KPIs, service trends, and operational performance to identify risks, improve efficiency, and ensure service standards are met
Lead continuous service improvement initiatives and develop Service Improvement Plans for end-user technology services
Lead major incident response, coordinate technical resources, communicate with stakeholders, and ensure timely service restoration and post-incident follow-up
Build strong partnerships with Library stakeholders and other IT teams to align technology services with organizational needs
Plan for future service demands, organizational growth, projects, and resource requirements while fostering a culture of accountability, collaboration, and continuous improvement
Performs additional duties as required